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Support Management Center
Providing
a compelling product offering may not be enough to differentiate
your firm from the rest of the market. Success depends on your ability
to maintain a high level of service and cultivate strong customer
relationships. By streamlining customer service interactions for
the client, and administrative processes for customer service reps,
response time and expenses are reduced, while customer satisfaction
levels increase.
flowtix™
SMC is designed to facilitate customer loyalty. Customers are provided
with several online tools to ease their interactions with customer
service. Using an individual login ID and password, customers can
initiate or monitor important support issues from a standard web
browser at any hour of the day or night. They can enter a new service
request directly into the system, or utilize online chat or web
call back functionality at their discretion. By clients logging
the requests themselves, call center volumes are reduced, and customer
service reps can focus more on resolution, and less on data entry.
Additionally, requests can be automatically routed, minimizing response
and administrative time internally, not to mention frustration for
the client.
Customer
service departments are also supplied with robust functionality
to make their jobs easier. They are given access to full customer
interaction histories, automated entry of new support cases and
service requests, as well as features such as wireless text notification
of new cases. When onsite, they can enter case specific information
over any web browser at any time of day, and print documents for
customer signature without a trip back to the office. SMC was designed
to eliminate the error and repetition inherent to administrative
processes, so service reps can focus on what they do best - customer
service.
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Features/Benefits